Senior Supervisor, Service Delivery

Position Details

• Department: Transit
• Location: Transit - Sandalwood Facility
• Job Type: Management and Administration
• Hours of Work: 35 Hour work week
• Hiring Salary Range: $102,784.00 - $115,632.00 per annum
• Job Status and Duration: Full Time (FT), Regular (R)

Reporting to the Senior Manager, Operations, this role provides supervision to Transit Supervisors, Service Delivery to ensure delivery of all scheduled transit services with customer satisfaction and safety in mind.

Key Duties and Responsibilities

• Supervises Transit Supervisors and provides daily direction, coaching, support, guidance, supervision, information, and leadership.
• Provides immediate coaching to Transit Operators and coordinates follow-up with the Senior Supervisor, Operations.
• Plans and assigns work duties, arranges staff schedules and overtime to ensure service levels are met.
• Responsible for Supervisor's Report of Employee Accident process, claims management, return to work, and staff accommodations.
• Administers absenteeism control programs and takes necessary actions to reduce absenteeism.
• Provides performance documentation and participates in disciplinary actions as required.
• Ensures staff training is current with industry technical, legislative, and divisional goals.
• Interviews, recruits, and hires staff to meet operational effectiveness.
• Contributes to new policies and standard operating procedures to meet strategic goals.
• Investigates and resolves systemic issues, service challenges, emergencies, and employee issues.
• Ensures compliance with legislation and fosters positive labour relations.
• Coordinates people, equipment, and vehicles to meet daily service requirements cost-effectively.
• Adheres to safety requirements and maintains a safe work environment.
• Approves payroll and vacation requests.
• Liaises with other departments, transit system staff, and external agencies as required.
• Ensures daily scheduled service delivery and implements strategies to minimize delays and cancellations.
• Oversees Transit Control, Dispatch, On-Road Supervisors, and terminal operations.
• Monitors on-road service delivery and transit terminal operations, reports, and recommends service improvements.
• Communicates with Customer Experience team to provide timely service updates.
• Provides performance feedback, coaching, and arranges training.
• Assists with recruitment and orientation of new employees.
• Reviews and evaluates field operations and service delivery processes regularly and suggests improvements.
• Ensures equipment is operational and meets safety standards.
• Manages record-keeping and distribution of company assets.
• Answers queries and resolves day-to-day transit operation issues.
• Available to assist in handling emergencies.
• Participates on cross-functional teams and forecasts staffing needs for workforce planning.

Selection Criteria

• Diploma in Business, Human Resources, transportation planning or related field combination of education and work experience.
• 3 to 5 years of progressive transit-related experience including scheduling and transit operations.
• 3 to 5 years of supervisory experience in a unionized environment.
• Knowledge of workplace safety standards and Occupational Health & Safety Act.
• Extensive complaint investigation and strong customer service skills.
• Ability to work variable and overnight shifts.
• Proficient in Microsoft Office.
• Good communication and interpersonal skills within a diverse community.
• Must have a class G driver’s licence.

Additional Information

• Interviews may be conducted via video conference technology.
• Various tests or exams may be part of the selection criteria.
• Position may undergo evaluation that could result in compensation changes.

If this opportunity matches your interest and experience, please apply online and complete the attached questionnaire.